Monday, August 22, 2016

Central trade unions, except the Rashtriya Swayamsevak Sangh-affiliated Bharatiya Mazdoor Sangh, on Friday reiterated their decision to strike work on September 2, 2016 in support of their long pending demands.

A worried Narendra Modi government is engaged in talks with the BMS to dissuade its leaders not to be part of the strike as it would be a matter of embarrassment. The Group of Ministers led by Union Finance Minister Arun Jaitley is scheduled to hold a meeting with BMS leaders on August 22.

The trade unions had observed a similar strike on September 2, 2015 on a broad chapter of 12 demands in protest against what they had termed as “anti-people” policies of the Modi government. The BMS, which had initially agreed to the strike call, backed off in the last minute on the plea that the Centre had agreed to some of the demands and would hold talks on the remaining issues.

The Centre had invited the BMS representatives for talks even as its national executive was to decide on whether or not to be part of the September 2, 2016 strike. The call for the strike is by all others trade unions and university and college teachers unions, Central government employees unions, who have their own grievances related to implementation of the 7th Pay Commission, are also mulling over the possibility of extending support to the strike.

Last week, university and college teachers unions expressed support for the strike. Across the board support could make it one of the biggest strikes in recent memory unless the Centre steps in to buy peace.

Last month the Union Labour Minister Bandaru Datttreya had met representatives of the central trade unions for an interactive session. Though he himself referred to the forthcoming general strike the Minister made no commitment on the 12-point charter.

“The Minister said nothing on our charter of demands. We are firm on the strike,” general secretary of the All India Trade Union Congress Gurudas Dasgupta had told The Hindu after the Minister’s conference.

1. Customer is always right.

Customers are like children to us. They think they are right always. But we cannot shout or beat them to control as we do with our kids, can we? We have to be very patient, tell them slowly, make them understand about the situation. Customer is our god, he gives us business, that business which gives us our salaries. So we have to handle every customer with the same sensibility, care and dedication. We may not succeed in satisfying all customers but at least we should try our very best to satisfy every customer.

2. Remain calm.

When a customer starts yelling or being otherwise rude, there is nothing to be gained by responding in a similar manner. In fact, that will probably escalate hostilities. Maintain control of yourself, even if the customer’s tirade makes you feeling like yelling yourself. We may feeling hitting hard in the face of the stupid customer. But wait, read the first point again. We should not loose our control, talk to him in a pleasing way with a smile. Try to calm them or wait for them to get calm.

3. Try to know why the customer is unhappy

Listen actively to what the customer is saying. An angry customer generally just wants someone to vent their anger to and today, you are that person. That means that you need to do your best to listen carefully to what they are saying. Give the customer your undivided attention--do not look around, space out or let other things distract you. Look at the speaker and really listen to what they are saying.

When you listen to them, listen for the answers to these questions: What happened to make them upset? What do they want? What can you do to help?

4. Don’t Take It Personally

Although angry customers take their frustration out on you, they know that you did not cause their problem. Allow them to vent about their problem, but do not take it personally. Listen to their story without interrupting and then find a way to help.

5. Kill Them with Kindness

If your angry customer refuses to calm down, then kill them with kindness. Be sincere, respectful, and understanding. Show sympathy for their situation and express empathy for their frustration. By keeping calm and controlling your own anger, you may find that your customer will ease up a little too. Try to make a joke to lighten the mood or share a story to show that you can relate.

6. Know How to Apologize

When the time is right, apologize to your customer. I know how difficult it is to be sincere when you are trying not to lose your cool, but for the sake of calming down your customer, try your hardest to give a genuine apology. Depending on the customer’s complaint and the direction of the conversation, there are a few different ways you can apologize.

“I’m sorry sir, about the technical difficulty we are facing now, we are working hard to resolve the issue as soon as possible.”“I’m sorry you didn’t receive your letter on time. Let me find out what I can do to make it up to you.”“I’m sorry you are so frustrated. I understand where you are coming from, and I will do my best to help you.”

7. Solve the Problem

Once your angry customer has finally exhausted his or herself, ask questions to gather facts on the problem. Work with your customer to find a resolution that satisfies you both or else you will go right back to where your conversation began. However, keep in mind that you are running a business and do not overcompensate for the customer’s complaint. The solution should be fair and justifiable for both parties.

Its very hard to control the emotion of an angry customer while being calm yourself, but we are running a service oriented business, every customer is important us. Because at the end of the day and frustrated day at office will not give us a peaceful day even at home. So let's try to give customer a happy experience and it will in turn give us a peaceful day.

To Exercise option under the provisos to rule 5 with in three months of the Notification of Revised Pay Rule 2016 is issued.

shall be exercised in writing in the form appended to these rules so as to reach the authority mentioned in sub-rule (2) within three months of the date of notification of Revised Pay Rule 2016.

5. Drawal of pay in the revised pay structure.– Save as otherwise provided in these rules, a Government servant shall draw pay in the Level in the revised pay structure applicable to the post to which he is appointed:

Provided that a Government servant may elect to continue to draw pay in the existing pay structure until the date on which he earns his next or any subsequent increment in the existing pay structure or until he vacates his post or ceases to draw pay in the existing pay structure:

Provided further that in cases where a Government servant has been placed in a higher grade pay or scale between 1st day of January, 2016 and the date of notification of these rules on account of promotion or upgradation, the Government servant may elect to switch over to the revised pay structure from the date of such promotion or upgradation, as the case may be.

Explanation 1.- The option to retain the existing pay structure under the provisos to this rule shall be admissible only in respect of one existing Pay Band and Grade Pay or scale.

Explanation 2.– The aforesaid option shall not be admissible to any person appointed to a post for the first time in Government service or by transfer from another post on or after the 1st day of January, 2016, and he shall be allowed pay only in the revised pay structure.

Explanation 3.– Where a Government servant exercises the option under the provisos to this rule to retain the existing pay structure of a post held by him in an officiating capacity on a regular basis for the purpose of regulation of pay in that pay structure under Fundamental Rule 22, or under any other rule or order applicable to that post, his substantive pay shall be substantive pay which he would have drawn had he retained the existing pay structure in respect of the permanent post on which he holds a lien or would have held a lien had his lien not been suspended or the pay of the officiating post which has acquired the character of substantive pay in accordance with any order for the time being in force, whichever is higher.

G.S.R. 721(E).—In exercise of the powers conferred by the proviso to article 309, and clause (5) of article 148 of the Constitution and after consultation with the Comptroller and Auditor General in relation to persons serving in the Indian Audit and Accounts Department, the President hereby makes the following rules, namely :-

1. Short title and commencement. –

(1) These rules may be called the Central Civil Services (Revised Pay) Rules, 2016.

(2) They shall be deemed to have come into force on the 1st day of January,

2. Categories of Government servants to whom the rules apply.-

(1) Save as otherwise provided by or under these rules, these rules shall apply to persons appointed to civil services and posts in connection with the affairs of the Union whose pay is debitable to the Civil Estimates as also to persons serving in the Indian Audit and Accounts Department.

(2) These rules shall not apply to –

(i) persons appointed to the Central Civil Services and posts in Group ‘A’, ’B’ and ’C’, under the administrative control of the Administrator of the Union Territory of Chandigarh;

(ii) persons locally recruited for services in Diplomatic, Consular or other Indian establishments in foreign countries;

(iii) persons not in whole-time employment;

(iv) persons paid out of contingencies;

(v) persons paid otherwise than on a monthly basis including those paid only on a piece rate basis;

(i) “existing basic pay” means pay drawn in the prescribed existing Pay Band and Grade Pay or Pay in the existing scale;

(ii) “existing Pay Band and Grade Pay” in relation to a Government servant means the Pay Band and the Grade Pay applicable to the post held by the Government servant as on the date immediately before the notification of these rules whether in a substantive capacity or in officiating capacity;

(iii) “existing scale” in relation to a Government servant means the pay scale applicable to the post held by the Government servant as on the date immediately before the notification of these rules in the Higher Administrative Grade, Higher Administrative Grade+, Apex scale and that applicable to Cabinet Secretary whether in a substantive or officiating capacity;

(iv) “existing pay structure ” in relation to a Government servant means the present system of Pay Band and Grade Pay or the Pay Scale applicable to the post held by the Government servant as on the date immediately before the coming into force of these rules whether in a substantive or officiating capacity.

Explanation.- The expressions “existing basic pay”, “existing Pay Band and Grade Pay” and “existing scale”, in respect of a Government servant who on the 1st day of January, 2016 was on deputation out of India or on leave or on foreign service, or who would have on that date officiated in one or more lower posts but for his officiating in a higher post, shall mean such basic pay, Pay Band and Grade Pay or scale in relation to the post which he would have held but for his being on deputation out of India or on leave or on foreign service or officiating in higher post, as the case may be;

(v) “existing emoluments” mean the sum of (i) existing basic pay and (ii) existing dearness allowance at index average as on 1st day of January, 2006;

(vi) “Pay Matrix” means Matrix specified in Part A of the Schedule, with Levels of pay arranged in vertical cells as assigned to corresponding existing Pay Band and Grade Pay or scale;

(vii) “Level” in the Pay Matrix shall mean the Level corresponding to the existing Pay Band and Grade Pay or scale specified in Part A of the Schedule;

(viii) “pay in the Level” means pay drawn in the appropriate Cell of the Level as specified in Part A of the Schedule;

(ix) “revised pay structure” in relation to a post means the Pay Matrix and the Levels specified therein corresponding to the existing Pay Band and Grade Pay or scale of the post unless a different revised Level is notified separately for that post;

(x) “basic pay” in the revised pay structure means the pay drawn in the prescribed Level in the Pay Matrix;

(xi) “revised emoluments” means the pay in the Level of a Government servant in the revised pay structure; and

(xii) “Schedule” means a schedule appended to these rules.

4. Level of posts.– The Level of posts shall be determined in accordance with the various Levels as assigned to the corresponding existing Pay Band and Grade Pay or scale as specified in the Pay Matrix.

5. Drawal of pay in the revised pay structure.– Save as otherwise provided in these rules, a Government servant shall draw pay in the Level in the revised pay structure applicable to the post to which he is appointed:

Provided that a Government servant may elect to continue to draw pay in the existing pay structure until the date on which he earns his next or any subsequent increment in the existing pay structure or until he vacates his post or ceases to draw pay in the existing pay structure:

Provided further that in cases where a Government servant has been placed in a higher grade pay or scale between 1st day of January, 2016 and the date of notification of these rules on account of promotion or upgradation, the Government servant may elect to switch over to the revised pay structure from the date of such promotion or upgradation, as the case may be.

Explanation 1.-The option to retain the existing pay structure under the provisos to this rule shall be admissible only in respect of one existing Pay Band and Grade Pay or scale.

Explanation 2.–The aforesaid option shall not be admissible to any person appointed to a post for the first time in Government service or by transfer from another post on or after the 1st day of January, 2016, and he shall be allowed pay only in the revised pay structure.

Explanation 3.–Where a Government servant exercises the option under the provisos to this rule to retain the existing pay structure of a post held by him in an officiating capacity on a regular basis for the purpose of regulation of pay in that pay structure under Fundamental Rule 22, or under any other rule or order applicable to that post, his substantive pay shall be substantive pay which he would have drawn had he retained the existing pay structure in respect of the permanent post on which he holds a lien or would have held a lien had his lien not been suspended or the pay of the officiating post which has acquired the character of substantive pay in accordance with any order for the time being in force, whichever is higher.